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July 11, 2019

Zing-It! Intent-Triggered Workflow Automation

David Wang

Zing it series feature intent-automation

Operational efficiency plays a huge role in providing great guest experiences. Streamlining workflows and removing unnecessary steps in the service process can improve staff productivity while providing faster service for guests.

In this Zing-It! Episode, we will show you how Zingle uses artificial intelligence combined with a service optimization system integration to trigger workflow automations based on specific requests from guests. Utilizing intent-triggered automations can help reduce service fulfillment times as well as errors in processing various guest requests. It can also free up staff time to focus on more strategic or urgent issues.

The Importance of Integration

As a best practice, hotels should be integrating their property management system and service optimization system like an Amadeus HotSOS or Quore with Zingle in order to communicate with guests in a more personalized way. Guest data and other information can be captured and used in a variety of ways across systems.

In this example, integrating your service optimization system with Zingle can help automate the process of service ticket creation for guest requests and can send a confirmation message to guests when the request has been fulfilled. Let’s take a look at what that process looks like.

Recognizing Message Intent with Artificial Intelligence

In the early days, Zingle was able to create automated responses and workflows through keyword triggers. For example, if a guest sends a message containing the word “WIFI,” the system would respond with the WIFI password. However, the problem with this approach is that it may not always be accurate because guests may be asking why the WIFI is slow or to report that the WIFI password does not work. In these cases, sending a WIFI password would not be a relevant response.

Recently we enhanced our message intent functionality to include artificial intelligence, which has been trained to understand what guests are asking for. In the example of the WIFI message, if a guest asks “why is the WIFI slow?” the system would understand the context of the question and suggest a response or hand off the situation to a human to respond.

To take it a step further, message intent can also trigger an automation to create service tickets to help speed up service for guests and remove manual work.

Here’s how it works.

Guest sends a message to the hotel staff requesting their room to be cleaned.

By setting up an AI-intent trigger, you can set specific actions based on the intent of the guest message. In this case, we have set up an automation trigger for an intent of “cleaning – request room clean” based on the message received.

Next, you can set up the action, which will perform the automated task based on the intent.

Creating Service Tickets with Automation

Here comes the powerful part of this feature. After you have identified and set up the message intent, you can trigger automated responses and workflows to fulfill the guest request with ease.

First, to acknowledge that you have received the guest’s message, you can create an automated response to the guest to let them know it’s being worked on.

The next part is where the integration with HosSOS or other service optimization system is crucial.

With the integration, you can automatically create service tickets using a Zing trigger as shown below. The screenshot illustrates how the HotSOS service ticket is created from Zingle and pushed to HotSOS based on the message intent of “cleaning – request room clean”.

Remember, this is all done without any manual responses and ticket creation from your hotel staff. However, we understand that some hotels need visibility to all responses to guests so depending on preference, Zingle can suggest a response or automation that you can manually approve or have it all done automatically. The level of control is completely in your hands.

Once the ticket is created and housekeeping fulfills the request and closes the ticket in HotSOS, Zingle’s two-way integration can also send a confirmation message to the guest to ensure they received the requested service.

The screenshot below illustrates the process of sending a confirmation message back to the guest upon service completion, which is triggered by a closed ticket within HotSOS.

When artificial intelligence and automation are paired together and used the right way, it can bring great value to hotel operations and guest service. Guests can easily make requests through text messaging and with AI and automation, hotels can easily fulfill them.

To learn more about Zingle’s intent-triggered automation, Schedule a quick demo today.

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